Premier Support Manager

About Kinaxis:**About Kinaxis**:Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it’s really our people who give us passion to always seek ways to do things better. As such, we’re serious about your career growth and professional development, because _People matter _at Kinaxis.In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Mexico and around the world as we continue to innovate and revolutionize how we support our customers.Our Professional Services and Product Management teams, initially formed in 2013, are based in Guadalajara, Mexico. Just over a decade later, our vision of growth in this region has allowed us to expand our teams by hiring and developing new graduates and other professionals.About the team:**Location**This is a remote position. You can work from home and be located anywhere in Guadalajara, Mexico**About the team**:The Premier Support team focuses on the post-sales support to Kinaxis’ customers, serving as their initial point of contact for strategic customer in order to resolve their technical challenges and gaps. The team strives for outstanding customer satisfaction through interactions, timeliness and quality of resolution for which each member of the team plays an integral part in achieving this success.**Premier Support Managers**for our mid-to-large size customers provide an advanced level of support and develop robust long lasting relationships with our customers, personally supporting them through their journey with Maestro.About the role:**What you will do**:- This role will be a technical point of contact for mid to large size customers. Works closely with a limited number of customers (up to 6) to develop long lasting relationships and deliver 1-on-1 guidance, expert advice and pro-active health monitoring.- Act as the single point of contact for customer escalations and manage the resolution process to closure, providing customer status updates and feedback throughout- Effectively interact with other Kinaxis business units, including Support, R&D, Product Management, Sales on behalf of customers, advocating for requirements / solutions- Act as a trusted advisor for Premier Support mid-market customers, ensuring queries and issues are routed to the appropriate resources- Maintain current and accurate knowledge of our mid-market customers environments, use of Kinaxis products and maintain customer’s site profiles- Proactively communicate with customers providing information related to upgrades, patches or any other technical information which may impact their usage or solution- Conduct regular update calls and service request reviews with customers, generate status reports of technical support activities- Act as an advocate for Kinaxis Support, identify potential new opportunities through collaborations with Sales, Professional Services and/or Strategic Services**What we are looking for**:- Minimum 5 years of demonstrated experience managing mid-size to large technology customers- Must have experience supporting global customers, ideally in a Technical Account Manager Support Account Manager capacity- Experience with project management of customer requirements and understanding of project management best practice methodologies- Demonstrated experience managing escalations and working with high profile customers- Outstanding communication skills and the ability to communicate at all levels of the organization- Experience with Backup or Recovery Solutions- Experience working as part of a technical support / services delivery teamFull-time #Intermediate #LI-Remote #LI-KH1Why join Kinaxis?:**Work With Impact**: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day—when we see store shelves stocked, when medications are available for our loved ones, and so much more.**Work with Fortune 500 Brands**: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Ford, Unilever, Yamaha, P&G, Lockheed-Martin, and more.**Social Responsibility at Kinaxis**: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to net-zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.- People matter_ at Kinaxis and these are some of the perks and benefits we create